Adroit People Limited (UK)
Service Desk Analyst
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Service Desk – Contract Role
📍 Location: Chester, UK Working model: Hybrid Language requirement: Italian-speaking
About the Role
Job Title: Service Desk Technician (Contract)
Adroit People is seeking an IT Service Desk Professional to support end-users across Chester (UK) with a hybrid working arrangement, where fluency in Italian is essential.
Essential Responsibilities
- Operate within a shift-based IT Service Desk system.
- Handle service requests per established procedures.
- Provide first-line IT support, including troubleshooting incidents.
Key Tasks Include:
- Prioritise incoming ticket allocation appropriately.
- Log incidents and service requests, maintaining clear records.
- Identify and classify incident severity and service disruptions.
- Track symptoms and resolutions of logged incidents.
- Monitor Queues to ensure SLAs (Service Level Agreements) are met.
- Assign tickets in scope; escalate out-of-scope tickets to speciality teams/Service Desk.
- Oversee cross-team issue resolution for comprehensive customer satisfaction.
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Additional Accountabilities
- Demonstrate strong troubleshooting skills for application issues.
- Communicate complex technical problems clearly to non-technical users via written AND verbal means.
- Balance workload effectively (prioritise tasks; multi-task).
- Strictly follow Service Desk processes and guidelines.
- Contribute positively and harmoniously to meet team targets and objectives.
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Required Skills and Experience
- Proven experience as a Technical Service Desk professional (1st-line support).
- Familiarity with ServiceNow day-to-day operations.
- Multi-lingual proficiency (Fluent Italian communication).
- Customer service excellence with multi-channel interaction skills.
- Technical adeptness to resolve usage/application errors.
- Prioritisation skills with defined SLAs/ souverain.
- Commitment to teamwork & knowledge-sharing as a collaborative contributor.
Professional Attributes
- Flexibility in problem-solving and adopting new processes/technologies.
- Analytical approach to IT incidents with scope for continuous improvement.
(Note: All applicants required for a 3-month contract role.)
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